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Playbook

Customer Communication

apologies are overrated

Apologies Are Overrated. Do This Instead.

By | Posted Feb 24, 2015

When you make a mistake at work, how do you respond? Everyone messes up at some point, and in certain situations you can face severe criticism for it. Apologies are useful, but often end up with no corrective action, resulting in the same mistakes being made in the future. See how Jay Heinrichs approaches mistakes, and how it can help your company in the future.

help customers cropped

Helping Customers Is a Risky Relationship Business!

By | Posted Sep 16, 2014

Sure, you are a hard-working, dedicated professional; you give your best to your job, which often means dealing directly with […]

Improve Your Non-Verbal Communication Skills: An Open-and-Shut Case

Improve Your Nonverbal Communication Skills: An Open-and-Shut Case

By | Posted Jul 21, 2014

Your nonverbal communication can be open or closed. When it’s open, you invite people to connect with you and demonstrate […]

presentation tips

3 Ways You Can Annoy Your Audience in a Presentation

By | Posted Jun 23, 2014 | 13 Comments

Don’t you hate it when speakers get off track, never had a track, run over their allotted time, or use […]

customer friendly

How Customer Friendly Is Your Business?

By | Posted Mar 27, 2014 | 1 Comment

Ever notice how some businesses seem to invite you in with their warmth, while others feel so chilly you cannot […]

role of customer service

3 Ways to Avoid Check-the-Box Customer Service

By | Posted Feb 25, 2014

What’s the primary role of a customer service employee? For many people, the “right” answer is delighting customers. There’s also […]

follow up via phone

5 Easy Steps to Follow Up Via Phone

By | Posted Feb 11, 2014 | 1 Comment

As a self-employed professional, you know it’s critical to follow up your initial marketing contacts with a phone call. But […]

how to fulfill customer needs

The Most Important Customer Need is Also the Most Overlooked

By | Posted Feb 3, 2014

Customers have two types of basic needs. Unfortunately, it’s the most important need that often gets overlooked when dealing with […]

angry customers

8 Steps To Deal With Angry Customers

By | Posted Jan 10, 2014

If angry customers are on the phone (or worse, standing at the cash register) complaining loudly about a product or […]

customer 3.0

Is Customer 2.0 Really That Busy?

By | Posted Jan 6, 2014 | 1 Comment

Back in 2013, the New York Times ran an article called The Busy Trap suggested that some people use busyness […]

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